EFEKTIVITAS PENERAPAN APLIKASI SIPANAS (SISTEM INFORMASI PERJALANAN DINAS) DI PEMERINTAH KOTA SURABAYA

This study aims to analyze the effectiveness of the SIPANAS (Service Travel Information System) application in the General, Protocol, and Leadership Communication Section of the Surabaya City Government, as well as to identify its supporting and inhibiting factors. This research is important as digitalization in government services requires effective systems to improve efficiency and transparency. The study employs a qualitative research approach with data collection techniques consisting of interviews, observations, and documentation. The analysis is based on Sutrisno’s effectiveness theory, which includes five indicators: program understanding, target accuracy, timeliness, achievement of objectives, and tangible change.The findings indicate that the implementation of the SIPANAS application can generally be considered effective in supporting the administration of official travel services. The main supporting factors include strong leadership support, structured training for employees, and assistance from qualified instructors. Conversely, the inhibiting factors are technical issues within the application and limited user understanding of its operation. The implications of this research highlight the importance of strengthening human resource capacity and improving system reliability as essential elements for the success of government digitalization initiatives. The originality of this study lies in its application of Sutrisno’s effectiveness indicators in evaluating the implementation of a local government digital service system. Thus, it contributes academically by expanding the use of effectiveness theory in public sector digitalization studies and provides practical recommendations for the development of e-government in Indonesia.